Contacts with the same IP address are being over-written

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Regular Contributor

I have noticed on a number of occassions now that if someone fills in a form from an existing IP address that it overwrites the contact record.  I have records where all the communication is mixed up between two different people and they are put into lists and work flows.  this messes up the history on a contact.

 

I am having to split the contacts manually and try and work out who should be in which list!

 

Anyone else had the same problem and is there a way around it?

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Advisor | Platinum Partner

Hi @KateH 

 

Yes, this can happen where contacts are sharing computers and your forms are using cookie tracking to recognise contacts. The answer to this thread 

 

https://community.hubspot.com/t5/Lead-Capture-Tools/Can-I-recreate-contacts-that-were-overwritten-by...

 

walks through how to turn off cookie tracking on forms (stops forms prepopulating) and how to restore contact's details.

 

Does this sound like the issue you are having?


Did my post help answer your query? Help the Community by marking it as a solution.

Matthew Shepherd

An Inbound Growth Agency
Platinum HubSpot Partner

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Advisor | Platinum Partner

Hi @KateH 

 

Yes, this can happen where contacts are sharing computers and your forms are using cookie tracking to recognise contacts. The answer to this thread 

 

https://community.hubspot.com/t5/Lead-Capture-Tools/Can-I-recreate-contacts-that-were-overwritten-by...

 

walks through how to turn off cookie tracking on forms (stops forms prepopulating) and how to restore contact's details.

 

Does this sound like the issue you are having?


Did my post help answer your query? Help the Community by marking it as a solution.

Matthew Shepherd

An Inbound Growth Agency
Platinum HubSpot Partner

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Regular Contributor

Thanks Matt, yes that does help!!

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Advisor | Platinum Partner

Glad to hear it. If this answered your question, could you mark my answer as a solution, please?


Did my post help answer your query? Help the Community by marking it as a solution.

Matthew Shepherd

An Inbound Growth Agency
Platinum HubSpot Partner

Regular Contributor

While this is a possible solution...This doesn't work for us.

 

Our management wants cookie tracking.  I'd prefer to have the option to approve these situations as they occur and not have the information automatically overwritten and combined.  Right now...I just stumble across these situations and they are just a pain!

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New Contributor

Exactly. If we need to force a contact split even though they share the same ip/computer, we should be able to do so and be able to have two different contacts having two different email addresses, yet one ip/computer. This issue has really messed up the CRM records where this occurs and we can't get the right email to the right contact because of it, and our sales team gets frustrated when they see the incorrect email/name getting synced, and the sync won't even work with dup prevention measures in place.

Disabling the cookie tracker is just not an option and would contradict everything Hubspot says about the importance of tracking this information & personalizing emails.

They need to figure it out.

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